Support Services Schedule
Version Date 1 April 2026
Draftable is committed to helping You unlock the value of Draftable and is pleased to provide enterprise-class, worldwide technical support services.
Your authorized technical contacts must be knowledgeable about Draftable and your technical environment to work with Draftable to communicate, analyze and resolve support requests. They are responsible for engaging Draftable technical support and monitoring the resolution of all support requests and escalated support issues.
You are required to establish and maintain processes as necessary to manage support for users of Draftable within Your organization. If after reasonable efforts You are unable to diagnose or resolve the error(s), Your authorized technical contact(s) should contact Draftable for technical support and assign the correct severity level (as set out below).
Draftable will use commercially reasonable efforts to meet the Target Response Times stated in the table below, noting that Response Times depend on the severity of the issue. Draftable does not guarantee resolution times, and notes that a resolution may consist of a fix, workaround, service availability or other solution Draftable deems reasonable. Draftable will provide continuous efforts to resolve Priority Level 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower Priority Level.
Summary of Support Features
Features
Support
(following acknowledgement of request)
P2: Within 24 Business Hours
(following acknowledgement of request)
P2: Every 72 Business Hours
Interpretation
Business Day means day not being a Saturday, Sunday or public holiday in the applicable jurisdiction.
Business Hours mean 8:00 a.m. to 6:00 p.m. (GMT/BST) on a Business Day.
Priority Levels mean the following:
Level
Meaning
Example
Critical / Inoperable
An incident that has a critical business impact, in that it halts your business operations and no procedural workaround exists.
The Software, or one or more of its critical functions, is inoperable or severely impaired, which affects a significant portion of business, or otherwise fails catastrophically in a production system.
Major / Serious
Major functionality is affected or significant performance degradation is experienced.
The incident is causing a high impact to your business operations and no reasonable workaround exists. Service is operational but highly degraded performance to the point of major impact on usage.
Minor / Moderate
Partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function.
Short-term workaround is available, but not scalable.
Limited / Cosmetic
Routine technical or cosmetic issue. Information requested on application capabilities, navigation, installation or configuration.
Acceptable workaround available (such as a documentation change or by a future update from Draftable).